ITEMS ARE MISSING FROM MY ORDER, WHAT CAN I DO?
Order Split Shipped: Check your order whether it has not been split shipped. Contact our Customer Service.
Ordered from different warehouses: If you ordered from 2 different warehouse the order will have multiple shipments.
Hekka made a mistake: On rare occasions an item maybe missed during packaging.
Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.
If you have checked, there is still something missing. Take photos of what has arrived and email what is missing to our Customer Service at firstname.lastname@example.org, including your order number and a copy of the parcel declaration.
HOW DO I RETURN AN ITEM FROM HEKKA?
Please contact our customer service via email to email@example.com to help if we can solve the problem together first. In most cases, items can be returned within 45 days.
Please contact us before returning the item, or we will refuse to deal with it.
MY PRODUCTS HAVE STOPPED WORKING
If you encounter quality issues within the warranty period, you will be provided with assistance. Learn all about the warranty procedure. Every product has a specific warranty period. If it is not stated in the product listing, contact us via email to firstname.lastname@example.org.
I RECEIVED AN INCORRECT ITEM
- Please contact us by telling the order number and the details you received.
- Our Customer Service team will respond to you within 24 hours.
- Once Customer Service confirms an item is incorrect, we will either refund you or dispatch an alternative item (if applicable and available). Hekka will decide whether or not you need to return the wrong product and compensate the return shipping fee once when we receive it.
AN ITEM WAS DAMAGED DURING SHIPPING.
If your item was damaged during shipping, you are eligible for a refund after rejecting it. When requesting your refund, please be ready to provide Customer Service with photos clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier.
ITEM IS NOT AS DESCRIBED.
If the items received are not the one you ordered or not as described, you can choose to keep the item at a discounted price or request a replacement after reject it by contacting us at email@example.com.